Facilities Helpdesk Manager

1 week ago


Farringdon, Greater London, United Kingdom CBW Staffing Solutions Full time
Job Description

CBW Staffing Solutions is seeking an experienced Facilities Helpdesk Manager to join our team. As a key member of our facilities management team, you will be responsible for overseeing the efficient handling of maintenance requests across multiple sites.

Key Responsibilities:

  • Team Management: Lead, motivate, and manage a team of helpdesk operatives who handle maintenance calls and email requests.
  • Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs.
  • Performance Monitoring: Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.
  • Client Interaction: Liaise with clients to ensure their needs are met and any issues are resolved promptly.
  • Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
  • Continuous Improvement: Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.

Main Duties:

  • Facilities Helpdesk Management: Managing a team of helpdesk operatives.
  • Ensuring the Smooth and Efficient Running of the Helpdesk.
  • Ensuring Helpdesk Operatives are Carrying Out the Correct Processes When Completing Jobs and Updating the System.
  • Updating the CAFM System with Any Changes.
  • Liaising with Engineers - PPM Management.
  • Assisting with Complex Works, Offering Advice on Process.
  • Implementing Positive Changes to the Helpdesk.
  • Allocating Jobs and Managing the Level of Jobs Coming Through, Ensuring All Information is Correct.
  • Dealing with Any Customer Issues to Ensure an Excellent Service is Provided at All Times.
  • Overseeing Quotes and Budget Reporting.
  • Excellent Customer Service, Ensuring Our Clients are Always Updated with Any Changes.
  • Managing the Helpdesk Operatives to Ensure That All Jobs Are Being Managed Efficiently and Correctly.
  • Ensuring All Jobs Are Scheduled and Updated Before Close of Business.
  • Managing and Supporting Help Desk Supervisor to Ensure Help Desk Management and Supervision is Always Available.
  • Managing Annual Leave and Sickness to Ensure the Helpdesk is Always Covered Sufficiently.
  • Liaising with HR to Manage Disciplinaries, Promotions, and Appraisals for Helpdesk Staff.
  • Scheduling Weekly and Monthly Meetings with Help Desk Staff to Discuss Client Progress and Issues.
  • Working with Managing Director and Operations Manager to Assess Candidate CVs and Interview Potential New Members of the Helpdesk Team.
  • Working Closely with the Operations Manager to Train New and Existing Staff.
  • Generating Reports to Ensure That SLA Targets Are Achieved and Coordinators Are Managing Their Time Effectively and Efficiently.
  • Conducting Weekly/Fortnightly Meetings with Senior Management to Discuss Helpdesk Issues, Progress, and Process.
  • Attending and Participating in Operations Meetings.
  • Monthly Meetings with Managing Director to Report on Help Desk Targets, Progress, and Any Issues That May Arise.


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